Effective Date: 12 August 2025

Last updated: September 2026

1. Welcome

Welcome to Art is Lit.

We’re delighted you’ve chosen to be part of our creative community.

Whether you’re discovering a piece of art that speaks to you or sharing your creativity with the world, we want every experience on our marketplace to be enjoyable, inspiring and built on trust.

Every artwork has a story. Every Artist invests time, skill, passion and imagination into creating something unique, and every Buyer places trust in the Artist and in the marketplace that brings them together.

That trust is something we value deeply.

1.1 Our Approach

Most purchases are completed without any problems. However, if something doesn’t go as expected, we want the process to be clear and fair.

Our aim is to encourage communication between the Buyer and Artist, understand what has happened, consider the available evidence and help reach an appropriate solution.

Nothing in this Policy excludes or restricts statutory consumer rights that cannot legally be excluded.

2. How to Report a Problem or Request a Return

If you have a problem with an order, please report it as soon as reasonably possible.

The process depends on whether you purchased through an Art is Lit account or checked out as a guest.

2.1 Buyers with an Art is Lit Account

If you purchased while signed into your Art is Lit account, please contact the Artist directly through Art is Lit first.

This is important because it allows you and the Artist to begin a conversation about the order and, in many cases, resolve the issue quickly.

Please provide:

your order number;
the name of the Artwork;
a clear explanation of the problem; and
photographs or other evidence where relevant.

Please keep relevant communication through Art is Lit wherever possible so that there is a record of the conversation if further assistance is required.

If you and the Artist are unable to resolve the issue, Art is Lit may assist.

2.2 Guest Buyers

If you purchased as a guest and therefore do not have access to the same account communication features, please complete the Art is Lit Return & Refund Request Form.

The form asks for information including:

your name;
the email address used for your order;
your order number;
the Artwork/Product name;
whether the item has been received;
the delivery date;
the reason for your request;
details of the problem; and
photographs or supporting evidence where appropriate.

Your order number can be found in your Art is Lit order confirmation email.

Once submitted, Art is Lit will have a record of your request and can identify the relevant order and Artist.

Submitting the form does not automatically approve a refund. The request will be reviewed and you may be contacted if further information is required.

3. 48-Hour Buyer Inspection Period

We ask Buyers to inspect their Artwork as soon as reasonably possible after delivery.

The 48-hour Buyer Inspection Period begins when the order is recorded as delivered by the courier or delivery provider.

During this period, please check that:

the correct Artwork has been received;
the Artwork matches the listing description and photographs;
the Artwork has arrived without damage;
any certificates, accessories or accompanying items are included where applicable; and
the order is otherwise as expected.

3.1 Reporting Problems Within 48 Hours

Where reasonably possible, please report damage, defects, incorrect items or significant differences from the listing within 48 hours of delivery.

Prompt reporting is particularly important for delivery damage because it can help preserve evidence and allow the Artist, Art is Lit and, where relevant, the courier to investigate what happened.

Where possible, retain:

the Artwork;
the original packaging;
shipping labels;
protective materials; and
photographs showing the Artwork and packaging.

Please avoid repairing, altering, cleaning or disposing of the Artwork while the matter is being investigated.

3.2 Your Legal Rights

The 48-hour Buyer Inspection Period is an Art is Lit reporting and marketplace process.

It does not remove, replace or reduce statutory consumer rights or remedies available under applicable law.

4. Order Cancellations and Change-of-Mind Returns

4.1 Before Dispatch

If you wish to cancel an order before it has been dispatched, contact the Artist as soon as possible.

Where the order has not yet been dispatched and cancellation is permitted, the order will normally be cancelled and the applicable refund processed.

4.2 After Dispatch

Once an order has been dispatched, it may no longer be possible to stop the delivery.

However, this does not remove any cancellation or return rights available to you under applicable consumer law.

For eligible goods purchased online, UK consumers may have a statutory right to cancel within the applicable cancellation period.

4.3 Personalised, Bespoke and Commissioned Artwork

The normal change-of-mind cancellation right may not apply to Artwork or products:

made to your specifications;
commissioned specifically for you; or
clearly personalised.

This does not affect your rights where an item is faulty, damaged, incorrect or not as described.

5. When a Return or Refund May Be Appropriate

Subject to applicable consumer law, a return, refund or other remedy may be appropriate where:

the wrong Artwork was received;
the Artwork arrives damaged;
the Artwork is faulty;
the Artwork is materially different from its description or photographs;
important information was materially inaccurate or omitted;
part of the order is missing;
the Artist agrees to the return;
the Buyer exercises an applicable statutory cancellation right; or
another remedy is required under applicable consumer law.

5.1 Handmade and Original Artwork

Many items sold through Art is Lit are handmade, hand-finished or individually created.

Small variations in colour, texture, brushstrokes, glazing, grain, finish, dimensions or other natural characteristics may be part of an Artwork’s originality.

Reasonable variations that do not materially affect the Artwork’s quality or accuracy of description will not normally constitute a fault.

5.2 Vintage and One-of-a-Kind Artwork

Vintage, antique, reclaimed, restored and one-of-a-kind Artwork may naturally show signs of age, use or historical wear.

Characteristics accurately disclosed in the listing or reasonably visible in the photographs will not normally constitute defects.

6. Returning an Artwork

Please contact the Artist or submit the appropriate Return & Refund Request before sending an Artwork back.

Where a return is required, appropriate return instructions should be provided.

Unless specifically instructed otherwise, do not send returned Artwork to Art is Lit. Physical returns will normally be sent to the Artist or another specified return address.

6.1 Preparing the Artwork

Where reasonably possible:

use the original packaging and protective materials;
package the Artwork securely;
include certificates, accessories and other items originally supplied;
use a tracked delivery service;
retain proof of postage; and
consider appropriate transit insurance for valuable or fragile Artwork.

Artwork should be treated with reasonable care while a return is being arranged.

7. Return Delivery Costs

Who pays for return delivery depends primarily on why the Artwork is being returned.

7.1 Change-of-Mind Returns

If you exercise an applicable right to return an eligible Artwork because you have changed your mind, you will normally be responsible for:

arranging the return;
paying the direct cost of returning the Artwork; and
ensuring that it is packaged appropriately for the return journey,

where this is permitted by law and the responsibility for return costs was properly communicated before purchase.

We strongly recommend tracked delivery and appropriate insurance, particularly for valuable or one-of-a-kind Artwork.

7.2 Damaged, Faulty, Incorrect or Not-as-Described Artwork

Where an Artwork is faulty, damaged, incorrect or not as described and applicable consumer law places the return cost on the seller, the Buyer will not be expected to bear the reasonable cost of returning it.

Please contact the Artist before arranging the return.

Depending on the circumstances, the Artist may:

provide a prepaid return label;
arrange collection; or
agree an appropriate tracked return service and reasonable cost with the Buyer.

Please do not select an unnecessarily expensive return service without prior agreement unless reasonably necessary in the circumstances.

7.3 Large, Valuable or Fragile Artwork

For large, fragile or valuable Artwork, specialist packaging, insurance or courier services may be necessary.

The Buyer and Artist should agree suitable return arrangements before the Artwork is sent wherever reasonably possible.

7.4 International Returns

International returns may involve customs procedures, taxes, duties, brokerage fees or other charges.

Responsibility for these costs will depend on the reason for the return, the circumstances of the transaction and applicable law.

8. Refunds

Approved refunds will normally be made using the original payment method.

Depending on the circumstances and applicable consumer rights, an appropriate outcome may include:

a full refund;
a partial refund;
a replacement;
a repair;
a price reduction; or
another mutually agreed solution.

8.1 Original Delivery Charges

Where an eligible statutory change-of-mind cancellation applies, the refund will include the original standard delivery charge where required by law.

If the Buyer chose a more expensive delivery option, such as express or premium delivery, the additional amount above the least expensive standard delivery option offered may not be refundable.

8.2 Refund Timing

Refunds will be processed within the timeframe required by applicable law.

The time taken for funds to appear in the Buyer’s account after processing may also depend on the payment method, bank or payment provider.

9. Digital Artwork and Downloads

Different cancellation rules may apply to digital content.

Where a digital download is supplied immediately, the Buyer may be asked to expressly consent to supply beginning during the cancellation period and acknowledge the effect this may have on their cancellation right.

This does not remove applicable rights where digital content is faulty, inaccessible, corrupted or does not conform to the contract.

10. Artwork Damaged, Lost or Missing During Delivery

If an Artwork arrives damaged, please report the problem as soon as reasonably possible and, where possible, within the 48-hour Buyer Inspection Period.

Please retain the Artwork and packaging and provide clear photographs.

If an Artwork appears to be lost in transit, the Artist and/or Art is Lit may review:

courier tracking;
proof of dispatch;
delivery records;
delivery photographs;
communications between the parties; and
other relevant evidence.

A courier marking an order as delivered does not necessarily determine the outcome of a claim. Relevant evidence will be considered.

Artists are responsible for packaging Artwork appropriately for its size, weight, material and fragility.

11. Communication and Dispute Resolution

Most problems are best resolved through communication.

Buyers with an account should therefore contact the Artist directly through Art is Lit first.

If the Buyer and Artist cannot reach a resolution, Art is Lit may review the matter.

Relevant evidence may include:

listing descriptions and photographs;
order information;
messages exchanged through Art is Lit;
photographs and videos;
courier tracking and delivery records;
certificates of authenticity;
payment records; and
other relevant evidence.

Buyers and Artists are expected to cooperate, provide accurate information and communicate respectfully.

12. Payment Disputes and Chargebacks

Where possible, we encourage Buyers to contact the Artist and/or Art is Lit before initiating a chargeback.

This may allow an issue to be resolved more quickly.

Contacting us first does not affect any legal right a Buyer may have to contact their bank, card issuer or payment provider.

Art is Lit may cooperate with payment providers and provide relevant transaction information where reasonably necessary to investigate a payment dispute or comply with legal obligations.

13. Buyer and Artist Responsibilities

Buyers should:

read listings carefully before purchasing;
provide accurate delivery information;
inspect Artwork promptly after delivery;
report genuine problems promptly;
retain packaging where reasonably possible;
provide truthful information and evidence;
package returns appropriately; and
communicate respectfully.

Artists should:

describe Artwork accurately;
provide clear and representative photographs;
disclose known defects or significant imperfections;
package Artwork appropriately;
dispatch orders within stated timescales;
communicate promptly with Buyers;
provide appropriate return instructions;
cooperate with legitimate return/refund requests; and
comply with applicable consumer law and Art is Lit policies.

14. Protecting Our Marketplace

Art is Lit may investigate suspected misuse of the returns, refunds or dispute process.

This may include suspected:

false or misleading claims;
manipulated evidence;
deliberately damaged Artwork;
substituted returns;
false non-delivery claims;
duplicate refunds;
abusive chargebacks; or
other dishonest conduct.

Any action taken will depend on the circumstances and applicable law.

Honest mistakes and genuine disagreements will not automatically be treated as misconduct.

15. Art is Lit’s Marketplace Role

Art is Lit provides a marketplace through which independent Artists offer Artwork to Buyers.

Unless expressly stated otherwise, Art is Lit is not the creator, manufacturer or owner of Artwork listed by independent Artists.

Artists remain responsible for their listings, Artwork, order fulfilment and obligations arising from their sales.

Where appropriate, Art is Lit may:

record Return & Refund Requests;
assist communication between Buyers and Artists;
review relevant information;
help facilitate returns and refunds; and
assist with unresolved disputes.

16. Statutory Consumer Rights

Nothing in this Policy is intended to exclude, restrict or replace statutory rights or remedies that cannot lawfully be excluded.

UK consumers may have rights under applicable consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended.

Where mandatory consumer law provides greater protection than this Policy, the applicable legal right takes precedence.

17. Contact and Getting Help

Do you have an Art is Lit account?

Please contact the Artist directly through Art is Lit first.

Starting a conversation with the Artist is normally the quickest way to resolve an order issue.

Did you purchase as a guest?

Please complete the Return & Refund Request Form.

Have your order number ready. You can find it in your Art is Lit order confirmation email.

Already contacted the Artist but still need help?

Contact:

Art is Lit Support
support@artislit.com

For legal, administrative or data protection enquiries:

Legal & Administrative Team
ail.admin@artislit.com

Our Fairness Promise

At Art is Lit, we believe that every artwork tells a story, every Artist deserves respect and every Buyer deserves confidence in what they purchase.

When something goes wrong, our goal is not to look for someone to blame. Our goal is to understand what happened, encourage communication, consider the available evidence and help reach a fair and reasonable outcome.

Behind every order is an Artist who has invested creativity, time and passion, and a Buyer who has placed their trust in that Artist and our marketplace.

By acting with honesty, kindness and respect, we can build a creative community where Artists feel supported, Buyers shop with confidence and everyone feels welcome.